CSC Colleague Resource Center Team Lead

Description

Summary:

The CSC Colleague Resource Center Senior receives and assists with complex calls from colleagues and/or customers. This role does open up the door for cross training opportunities to support branch calls.

Duties & Responsibilities:

• Provide advanced level of support to CRC and CSC Colleagues and all bank departments on Huntington policies, procedures, customer service issues, and systems.
• Resolve escalated calls from CRC agents for the banker and customer, using independent decision making.
• Ensure departmental service level standards are met
• Recommending process improvements for internal and external customer service
• Actively identifies risk situations to the bank. Coach bankers to the best solution for risk avoidance and reduce losses to the bank.
• Advises Customer Solution Center Representatives and Support Group Colleagues to ensure adherence to operational processes, guidelines, policies and corporate standards. Keep abreast of risk related changes that may impact assigned work functions and processes.
• Using the Huntington Continuous Improvement Process, identify, recommend, and manage implementation of process improvements for internal and external processes to enhance: quality, customer service, risk avoidance, and expense controls.
• Maintain up to date knowledge of products, services, technology, and regulations
• Provide additional customer support to other specialty lines of business when needed.
• Performs other duties as assigned

Basic Qualifications:

• High School Diploma or GED
• 3 years of customer service experience
• 1 year of experience in the Colleague Resource Center

Preferred Qualifications:

• Must demonstrate excellent quality during calls
• Must have proven ability to successfully resolve complex issues
• Must possess excellent written and oral communication skills, specifically the ability to interact with clients, colleagues, and management in a professional manner
• Demonstrate passion to help others succeed and provide the tools and resources needed to work as a team
• Ability to organize time and prioritize work to meet established service levels
• Proven ability to perform job duties with high level of accuracy
• Has the competence to multitask and the desire to constantly grow within your role

Exempt Status: (Yes = not eligible for overtime pay) (No = eligible for overtime pay)

Workplace Type:

Our Approach to Office Workplace Type

Certain positions outside our branch network may be eligible for a flexible work arrangement. We’re combining the best of both worlds: in-office and work from home. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. Remote roles will also have the opportunity to come together in our offices for moments that matter. Specific work arrangements will be provided by the hiring team.

Huntington will not sponsor applicants for this position for immigration benefits, including but not limited to assisting with obtaining work permission for F-1 students, H-1B professionals, O-1 workers, TN workers, E-3 workers, among other immigration statuses. Applicants must be currently authorized to work in the United States on a full-time basis.

Huntington is an Equal Opportunity Employer.

Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details.

Note to Agency Recruiters: Huntington will not pay a fee for any placement resulting from the receipt of an unsolicited resume. All unsolicited resumes sent to any Huntington colleagues, directly or indirectly, will be considered Huntington property. Recruiting agencies must have a valid, written and fully executed Master Service Agreement and Statement of Work for consideration.